5 Best Knowledge Base Software for 2022 (With Pricing)
Remember when you were younger and it was easy to make decisions? Either you had limited knowledge of what options were available or you could ask your Magic 8 ball what the right choice was.
As adults — and especially in business — we don’t have that youthful luxury when it comes to making decisions. With the internet, we can research and have countless options. And those options can be overwhelming — especially when it comes to choosing knowledge base software.
There are all these different types of knowledge bases and some are combined with other software services. So, which do you need for your company?
Since “Eeny, meeny, miny, moe” no longer works for these decisions, I’ve compiled a list of the five best knowledge base software to help you compare services.
Full disclosure: As the content marketing manager for ScreenSteps — a knowledge base software company — I’m inclined to say ScreenSteps is the best. But, the truth is it is only the best for businesses who want to enable employees to do the right process at the right time without making mistakes.
For the list below, I’ve used my experience and research to provide an honest explanation of offerings from each of these knowledge base companies.
In this list, I’m going to focus on the best knowledge base software for organizing and sharing your company resources. That includes employees’ ability to access and use your procedures and policies.
Note: While ScreenSteps is a knowledge base software company, we thought it would be biased and inappropriate to include ourselves in the list below. We will leave it up to you to determine if ScreenSteps deserves a spot on a “best knowledge base software” list.
What is knowledge base software?
Knowledge base software helps companies organize their documents and resources in one location. The cloud-based software helps businesses create, store, and share information across the company.
It is considered a single source of truth. Employees know where they can access information to find answers to their questions.
With knowledge base software, you can author policies and procedures in the platform. After which, you can organize those articles into different folders/sections. Then your employees can access the help guides to support them in their jobs.
There are different types of knowledge bases. Internal and external knowledge bases are the most common.
Internal knowledge base
An internal knowledge base provides your employees with the private information they need to complete their jobs. Only employees can access these policies and procedures. It is also known as a private knowledge base.
External knowledge base
An external knowledge base is a public knowledge base, meaning anyone can access information in this knowledge base. There is no login required to read the articles. This is a customer-facing platform that provides customers with a self-service option.
How to pick the top knowledge base software
The truth is crowning the best knowledge base software isn’t as easy as having a footrace and the first to cross the finish line wins.
The best knowledge base for your company is going to be a knowledge base that helps you achieve your performance goals.
Generally, speaking knowledge base software helps you organize your company’s knowledge and resources into one location. But, there are many different types of knowledge bases. And, every knowledge base software has different strengths and weaknesses when it comes to managing your knowledge.
Some are internal or external knowledge bases. Some are great for authoring content. Others are great for tracking usage. And, certain companies have a low cost.
Before you go any further into your knowledge base software research, I recommend reading this article on how to choose the right knowledge base for your company. It will help you collect all the information you need to make the best decision for your business. And, that’s what we all really want.
5 best knowledge base software for 2022
In no particular order, here are some of the best knowledge base software companies that help you organize your company’s resources in one location.
Top knowledge bases software for 2022
Helpjuice too is a standalone knowledge base software. The knowledge base software can be used for an internal and external knowledge base.
One of the biggest advantages of Helpjuice is the site integration options. The software integrates with Slack, Microsoft Teams, Freshdesk, Salesforce, and more.
No matter which level of plan you choose with Helpjuice, all of the features are available.
Helpjuice plans start at $120/month for 4 users up to $499/month for unlimited users.
- Authoring and content formatting tools
- Article editor options including WYSIWYG and markdown
- Collaboration tools for writing and editing articles
- Usage analytics
- Customized themes for the site
- Site integration, including Slack, Microsoft Teams, Freshdesk, Salesforce, and more
Who is a good fit for Helpjuice
Your company could be a good fit for Helpjuice if:
- You have a large organization where you need a lot of users and are on a tight budget
- Your main focus is documenting and sharing knowledge
Document360 offers both public and private knowledge base sites. It allows you to create multiple knowledge base sites, depending on your plan and the number of projects you purchase.
This is a standalone knowledge base, meaning there are no other programs associated with Document360. The program’s focus is on documenting and sharing knowledge.
Document 360 plans start at $99 per project per month (5 Team accounts) and cost up to $499 per project per month (20 Team Accounts). There are more options for larger accounts with a personalized enterprise plan.
- Category manager
- Decision trees
- HTML (WYSIWYG) editor
- Embed images, screenshots, & videos
- Team roles
- Customization and branding
- Analytics (i.e. Team reports, search insights, etc.)
Who is a good fit for Document360
Your company could be a good fit for Document360 if:
- You want to have both a public and private knowledge base
- You want the basic documenting and sharing software without other organization bells and whistles
Confluence is more than a knowledge base. The company positions itself as a “knowledge management and project collaboration” tool.
Because Confluence has been around for a while now, it has a robust collection of features. That can cause a challenge because it is a steeper learning curve than other knowledge base software services.
Confluence has a free version for up to 10 users. If you have more than 10 users, then plans start at $5.50 per user per month. There are personalized enterprise plans available for an annual subscription.
- Viewer permissions
- Best practice templates
- Authoring collaboration tools including editing, tagging, commenting, and notifications
- Atlassian integrations and apps
Who is a good fit for Confluence
Your company could be a good fit for Confluence if:
- Your company already uses the Atlassian suite, specifically Jira
- You want additional workspace management tools outside of a knowledge base
- You have experienced content authors
- You want flexibility in design
4. Help Scout
Help Scout is a help desk that has a knowledge base as part of its software. The knowledge base is referred to as “Docs.” Help Scout is used to support customer service teams that are answering customer questions.
Content authors create articles that your customer service agents can pull up to answer customer questions via email or chat. Help Scout also allows customers to self-service answers.
Beyond a knowledge base, Help Scout has additional features for working as a team. Those include a shared inbox and live chat.
Help Scout has plans starting at $20/user per month for an annual plan ($25 if monthly) and costing up to $60/user per month for an annual plan. The top plan is only available in an annual plan.
- Simple authoring tools
- Contextual help widget (Beacon)
- Usage insights
- Integrations with other software
Who is a good fit for Help Scout
Your company could be a good fit for Help Scout if:
- You are a customer service team that answers emails
- You want a help desk that is paired with a knowledge base to support your team
- You are a startup
- You don’t have complex procedures |
Zendesk has a suite of software tools that support businesses in the workplace. Its knowledge base options include an internal knowledge base that supports experts to complete support tickets. Also, ZenDesk has a customer-facing, self-service option.
Zendesk combines your knowledge base and help desk tickets in one place. The help center features include support for email, voice, SMS, and live chat.
If you are looking just for a knowledge base to organize and share your policies and procedures, Zendesk isn’t the right fit for you.
While ZenDesk has a knowledge base, it isn’t the primary focus of the software. It is a good option if your company already uses other ZenDesk software tools.
Zendesk has plans starting at $49 per agent per month. Depending on the features and software tools you need, they have advanced enterprise plans for up to $215 per agent per month. These are billed annually.
- Automation and workflow
- Ticketing system
- AI-automated answers (limited)
- Different support channels (i.e. email, voice, SMS, and live chat support)
- 1,000+ apps and integrations
- Answer bot to recommend articles
- Mobile app
Who is a good fit for Zendesk
Your company could be a good fit for Zendesk if:
- You are an enterprise customer
- You are looking to connect your team from multiple departments
- You are already using ZenDesk for its sales, marketing, or other software tools
Ready for a closer look at our knowledge base software?
Hopefully, you’ve found information in this article that helps you discern which knowledge base software companies you should further investigate.
If ScreenSteps made that list, we’d love to give you a personalized demo of how ScreenSteps can help your company enable employees to perform better.
ScreenSteps is dedicated to simplifying the documentation process so that your company has a reliable single source of truth. Using ScreenSteps, our customers have seen up to 90% less time spent training, fewer mistakes, and fewer questions.
Schedule a 15-30-minute demo with a ScreenSteps rep for quicker access to answers to your questions. We promise — if ScreenSpeps isn’t a good knowledge base fit for your company, we’ll tell you.
If you aren’t ready to talk to someone but want to learn more about ScreenSteps, access our pre-recorded demos to see how ScreenSteps works.